St. Jude India Childcare Centres (St. Jude’s) is a non-governmental organization (NGO) dedicated to providing a "home away from home" for children undergoing cancer treatment. Many families from rural and semi-urban areas migrate to metropolitan cities in search of specialized medical care. St. Jude’s bridges the gap between hospital services and the additional care required by these children and their families, ensuring a safe, hygienic, and supportive environment for their recovery.
Challenges Faced by St. Jude’s
Despite its expertise in providing quality care, St. Jude’s encountered multiple operational challenges due to the manual management of facilities, complaint registration, and tracking processes. These challenges affected daily operations and the organization's ability to provide seamless support to the children and their families.
Key challenges included:
Difficulty in registering complaints from multiple locations: St. Jude’s facilities are spread across different locations, making it difficult to efficiently capture complaints from all sites. This often led to missed issues and delays in resolution.
Inability to track resolved and pending complaints: Without a proper system, the St. Jude’s team struggled to distinguish between resolved and pending complaints. This resulted in incomplete follow-ups and unresolved issues, leading to firefighting situations.
Lack of a centralized system for logging multiple complaints across various locations: Previously, each location had its own manual process for logging complaints. This lack of centralization made tracking complaints across all facilities cumbersome, leading to disorganization and slower response times.
Difficulty in identifying recurring issues and tracking complaints by location: Without a unified system, tracking complaints based on specific locations was challenging. This caused delays in identifying recurring issues at certain sites, making it harder to prioritize actions and allocate resources efficiently.
Challenges in tracking Annual Maintenance Contract (AMC) renewals: St. Jude’s struggled to manage AMC renewal timelines, increasing the risk of missed renewals and equipment downtime. The lack of an automated tracking system resulted in a reactive rather than a proactive approach.
Inefficiencies in managing assets within the premises: Asset management—including tracking medical equipment, furniture, and other resources—was done manually. This often led to misplaced items, difficulty in scheduling maintenance, and a lack of visibility into asset conditions, ultimately causing unavailability of essential medical equipment and unplanned costs.
The Solution: Implementing Cryotos – An Automated Mobile & Web-Enabled Complaint Management System
Centralized complaint registration: Staff could log complaints from multiple locations seamlessly via both web and mobile platforms.
Real-time tracking: The system enabled real-time tracking of complaints by location, work order, and personnel, ensuring quick resolution.
Automated AMC renewal tracking: Ensured timely renewals and reduced manual errors, leading to continuity of AMC benefits, extended equipment lifespan, and cost reduction.
Enhanced asset management: Enabled efficient tracking of assets across multiple locations, ensuring that medical equipment was readily available when needed during critical times.
Identification of recurring issues: Allowed the hospital to take appropriate actions, such as modifying preventive maintenance schedules, to reduce repeated problems.
Key Features
1. Digital workflow for registering complaints:
A streamlined digital platform ensures that complaints are logged promptly and accurately, minimizing human error and delays.
2. Asset category-based work requests:
Work requests are categorized based on asset type, ensuring that the right team handles the right issue with the appropriate expertise and resources. This improves response time and resolution accuracy.
3. Multi-location complaint logging:
Complaints can be logged from different locations, allowing issues to be tracked separately while providing a holistic view of complaints across all sites.
Results & Benefits
The implementation of Cryotos significantly improved maintenance management at St. Jude’s. Key benefits observed include:
Improved tracking & transparency: A centralized system ensured that no complaints went unnoticed, improving response times.
Seamless multi-location management: The ability to log complaints from different locations streamlined facility management, allowing St. Jude’s to prioritize critical issues at each site.
Efficient AMC & asset management: Automatic reminders for AMC renewals and real-time asset tracking improved overall maintenance planning.
Better resource allocation: Staff could prioritize complaints based on urgency and location, ensuring prompt resolutions.
Customer Feedback
"The adoption of Cryotos has transformed how we operate. Previously, we struggled to track complaints and AMC renewals, leading to delays and practical challenges. Now, we have complete visibility over maintenance issues, and our response times have drastically improved. This has positively impacted the living conditions at St. Jude’s, ensuring a better environment for the maintenance team, medical and paramedical staff, and an improved experience for visitors, patients, and families."
- Progress Associate (Facility)
Conclusion
By adopting Cryotos, a digital solution for maintenance automation, St. Jude’s has transformed its operations, enhancing efficiency, accountability, and service quality. This case study highlights how the right technology can drive operational excellence, allowing organizations to focus on their core mission—making a difference in the lives of those they serve.
Don't Take Our Words! Here From Our Esteemed Clients!
Mr. Mohanmurali R
I recently purchased Cryotos CMMS Software for asset management needs at my organization and after a few months of testing and monitoring, I'm incredibly pleased with the results. The software is user friendly, accessible and the design is very intuitive. It covers all the aspects of managing maintenance and repair, starting from preventive maintenance and standardizing operation cycles, to scheduling and streamlining workflows. I am highly satisfied with the performance and the range of features offered by Cryotos. Highly recommendable!
Since we've started using Cryotos, our team has been able to stay on top of all the various SOPs. Checklists and safety procedures are now easily accessible to everyone, and we can quickly reference them whenever we need to. The software has definitely helped to improve our team's communication and efficiency. Plus, the fact that it's cloud-based means we can access it from anywhere, which is a big plus. It has been a great help in keeping everyone on the same page and up to date with the latest procedures.
Mr. Sathyendran R.
I am using this application right now for my service team, very good, user friendly, have lot of customisation in workflow and service reports. the team supported for initial implementation, They have good support team. Myself fully recommended this application.
